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Guidance on how Routing Method selection may impact WFM? Are there best practices documented?

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  • 1.  Guidance on how Routing Method selection may impact WFM? Are there best practices documented?

    Posted 03-21-2025 13:16
    No replies, thread closed.

    Given the options for routing methods, does anyone have experience or documentation related to how each may impact WFM?  


    #ScheduleManagement
    #Routing

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    Melissa Harty
    VOICE DESIGN
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  • 2.  RE: Guidance on how Routing Method selection may impact WFM? Are there best practices documented?

    Posted 03-22-2025 08:00
    No replies, thread closed.

    From https://help.mypurecloud.com/articles/workforce-management-supported-configuration/ under Forecasts section:

    • Currently, workforce management forecasting and scheduling only supports inbound voice, chat, callbacks, email, and message media types in queues configured for standard ACD routing, or predictive routing configured for skill matching. For more information, see Skill matching. Forecasting and scheduling does not support queues configured for bullseye routing.


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    Jay Langsford
    VP, R&D
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